Becoming a chatbot: my life as a real estate AI's human backup

The recruiter was a chipper woman with a master's degree in English. Previously she had worked as an independent bookseller. "Your experience as an English grad student is ideal for this role," she told me. The position was at a company that made artificial intelligence for real estate. They had developed a product called Brenda, a conversational AI that could answer questions about apartment listings. Brenda had been acquired by a larger company that made software for property managers, and now thousands of properties across the country had put her to work. Brenda, the recruiter told me, was a sophisticated conversationalist, so fluent that most people who encountered her took her to be human. But like all conversational AIs, she had some shortcomings. She struggled with idioms and didn't fare well with questions beyond the scope of real estate. To compensate for these flaws, the company was recruiting a team of employees they called the operators. The operators kept vigil over Brenda 24 hours a day. When Brenda went off-script, an operator took over and emulated Brenda's voice. Ideally, the customer on the other end would not realise the conversation had changed hands, or that they had even been chatting with a bot in the first place. Because Brenda used machine learning to improve her responses, she would pick up on the operators' language patterns and gradually adopt them as her own. It was the spring of 2019.